Using the Score Card

you can easily determine the level of customer satisfaction from a number of factors within the scorecard viewing the score card from the configuration console, click configure > communication templates > score card configs to open the score card configs workspace the score card configs workspace appears, listing the current score card configurations creating a new score card from the configuration console, click configure > communication templates > score card configs to open the score card configs workspace the score card configs workspace appears, listing the current score card configurations click new scorecardconfig a blank score card appears enter numbers into the fields to denote the scoring field description target courtesy rating used for customer satisfaction surveys, determines the analyst courtesy rating target target knowledge rating used for customer satisfaction surveys, determines the analyst knowledge rating target target timeliness rating used for customer satisfaction surveys, determines the resolution timeliness rating target target experience rating used for customer satisfaction surveys, determines the customer satisfaction with the technician rating target target resolution quality rating used for customer satisfaction surveys, determines the quality of resolution rating target target customer satisfaction rating used for customer satisfaction surveys, determines the customer satisfaction rating target target overall score rating used for customer satisfaction surveys, determines the overall customer satisfaction rating target target change failure pct used for the change enablement scorecard report and determines the target for change failure percentages for example, if the value was set at 10%, if the total failure rate of changes was above 10% the target would be considered a missed target target time per medium change pct used in the change enablement scorecard report, determines the % target for medium changes implemented within their stated time frame target flr pct used in the incident management scorecard report to set the target % for calls resolved on first level resolution target response compliance pct used in the incident management scorecard report to set the target for response time compliance target resolution compliance pct used in the incident management scorecard report to set the target for resolution time compliance target time per end user used in the incident management scorecard report to set the threshold for the time to spend per end user target time per incident used in the incident management scorecard report to set the threshold for the time to spend per incident target response time used in the incident management scorecard report, determines the target response time target resolution time used in the incident management scorecard report, determines the target resolution time target time per high change pct used in the change enablement scorecard report, determines the % target for high changes implemented within their stated time frame target time per critical change pct used in the change enablement scorecard report, determines the % target for critical changes implemented within their stated time frame click save the score card config record appears on the list deleting a score card from the configuration console, click configure > communication templates > score card configs to open the score card configs workspace the score card configs workspace appears, listing the current score card configurations select the score card to remove click the delete icon